The Director of Front Office Operations ensures the seamless operation of the hotel’s accommodations, focusing on exceptional guest services, quality standards, and accountability. You will lead the Front Desk while supporting housekeeping operations, ensuring an unparalleled guest experience that reflects the Anna & Bel standard of excellence.

About Us

In the heart of Fishtown, Anna & Bel Hotel transforms an 18th-century former women’s asylum into a luxurious boutique destination. Tucked at the serene crossroads of Susquehanna and Belgrade, our property combines rich history with modern elegance. Featuring timelessly designed guest rooms, a heated outdoor pool, and tranquil balconies, Anna & Bel offers guests a refined escape from the bustle of daily life.

Key Responsibilities

Operational Leadership

·      Manage daily operations in the Front Desk department and assist with Housekeeping, ensuring all areas meet and exceed quality and service expectations.

·      Supervise, coach, and lead the Front Desk and Housekeeping teams, including hiring, onboarding, scheduling, and disciplinary actions when necessary.

·      Accommodate special requests and resolve guest complaints promptly, maintaining a focus on guest satisfaction.

·      Ensure all Front Desk procedures adhere to the hotel's established standards and policies.

·      Maintain a consistent level of service quality, aligning with the luxury standards of the hotel.

Accountability and Leadership

·      Supervise and support Front Desk staff, providing training and guidance to maintain high performance levels.

·      Hold team members accountable for their responsibilities, ensuring a cohesive and efficient operation.

·      Perform Manager on Duty shifts, ensuring smooth daily operations.

Guest Services & Experience

·      Personally engage with guests during check-ins, check-outs, and throughout their stay to create lasting impressions.

·      Collaborate across departments to personalize guest experiences and anticipate their needs.

·      Monitor guest feedback and implement initiatives to elevate the overall guest experience.

·      Conduct room inspections to uphold cleanliness and presentation standards in preparation for guest arrivals.

Staff Development & Training

·      Recruit, train, and mentor team members to uphold hotel service standards consistently.

·      Conduct performance evaluations and handle disciplinary actions with fairness and professionalism.

·      Develop and implement ongoing training programs to build team confidence and competency.

Interdepartmental Collaboration

·      Coordinate efforts between Front Desk, Housekeeping, Maintenance, and other departments to deliver seamless service.

·      Ensure clear communication among departments to handle guest requests efficiently.

Operational Support

·      Manage room assignments, reservations, and room changes to maximize occupancy while meeting guest preferences.

·      Prepare and oversee delivery of all guest amenities, ensuring they align with luxury standards.

·      Handle administrative tasks, including scheduling, reporting, and inventory management.

Ideal Candidate

·      Passionate about delivering luxury hospitality with a focus on personalization and excellence.

·      Detail-oriented with the ability to maintain and enforce high standards across all departments.

·      A confident leader who holds the team accountable while fostering collaboration and professionalism.

·      Proficient in problem-solving with a guest-first approach.

·      Knowledgeable about the Fishtown area and eager to share insights to enhance the guest experience.

Requirements & Experience

·      Proven supervisory experience in a luxury hotel environment, focusing on Front Desk operations.

·      Strong background in handling guest relations and resolving conflicts with professionalism.

·      Flexible availability to meet the demands of a 24/7/365 operation.

·      Familiarity with hospitality technology and operational systems

·      Ability to lift, pull, and push moderate weight.

Compensation & Benefits

Competitive pay

Comprehensive benefits package

Hotel discount program

A supportive environment fostering initiative and leadership

Opportunities to collaborate with talented, passionate professionals